What's the escalation path for a customer with a Microsoft 365 E5‎ subscription when support requests are being ignored?

Question

What's the escalation path for a customer with a Microsoft 365 E5‎ subscription when support requests are being ignored?

Steven Kadish - KHF 45

We are a customer with about all of the Microsoft licenses that one can buy, but I have a service request that's been open for about three weeks without even being assigned to an agent. I opened it through the Microsoft 365 Admin Center. How do I get action taken here?

Answer 1

Matthew Crocker 101

Go to your Microsoft Customer Success Account Manager (CSAM) directly, they can and will escalate for you. We have always had an excellent response from ours.

Steven Kadish - KHF 45 Reputation points

2023-11-21T19:49:28.48+00:00

Thank you. If I don't know who our CSAM is, of if in fact we have one, how would I find that information?
Matthew Crocker 101 Reputation points

2023-11-22T08:53:24.25+00:00

If you have a Unified Support agreement then you should have a CSAM, they are listed in the Alternate Contacts in the Services Hub (https://serviceshub.microsoft.com/gethelp). If you are working with a Microsoft Partner then they can also escalate SRs or raise them on your behalf..
Steven Kadish - KHF 45 Reputation points

2023-11-22T15:32:41.1266667+00:00

Thanks again. We don't have a Unified Support agreement. We did purchase a Professional Direct support plan yesterday. It doesn't look like that gives us access to the Services Hub.

What's the escalation path for a customer with a Microsoft 365 E5‎ subscription when support requests are being ignored?

1 answer

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